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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
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Accountability: Freedom and Responsibility without Control
by Rob Lebow and Randy Spitzer — August 2002
Blending economics, psychology, sociology and management theory, Accountability: Freedom and Responsibility without Control provides practical guidelines for transforming control-based operations into freedom-based work environments where managers take on the new role of Wise Counsels and employees design and fully own their jobs.
Using a clear, entertaining narrative approach recalling the style of such bestselling business parables as Who Moved My Cheese? and Fish!, the book addresses a universal dilemma facing today’s organizations and leaders: how to encourage employees to be more accountable – and therefore more valuable – to an organization’s operations.
Accountability looks at the past fifty years of control-based initiatives that underachieved and over-promised. It challenges conventional beliefs about the true value of TQM, MBO, incentive programs, personal improvement plans, quotas, systems thinking, performance reviews and job descriptions have contributed to the organizational landscape.
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The Heart of Coaching : Using Transformational Coaching to Create a High-Performance Culture
by Thomas G. Crane — May 2001
Yesterday's management skills do not guarantee success in today's or tomorrow's organizations. To create a sustainable, competitive advantage for your organization, you need a team-based, feedback-rich, high-performance culture that relies on coaching as the universal, connective practice. The Heart of Coaching introduces Transformational Coaching a fundamentally different way of approaching the process of leading others to enhance their performance. It creates egalitarian, mutually-supportive, high-trust partnerships between people that transcend the traditional boss/subordinate roles. Shifting your mindset from "The Boss" to "The Coach" is essential for this transformation. This book is a clear guide for developing employees who are motivated, effective, and happy in their jobs.
Transformational Coaching is the requisite skill for today's leaders, managers, and supervisors who choose to enhance their personal effectiveness and the performance of those they lead.
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Monitoring, Measuring, & Managing Customer Service
By Gary S. Goodman — May 2000
Improving customer service isn't a matter of finding better customer service reps. As Gary Goodman states, "We can all provide superior service, time and time again, providing we have fully defined what it is, and we have trained our people to deliver it." In this book Goodman identifies the core behaviors that make up excellent customer service and provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction.
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Love 'Em or Lose 'Em : Getting Good People to Stay
by Sharon Jordan-Evans and Beverly L. Kaye, — October 1999
Because finding the ideal person for every workplace position has become an increasingly difficult task, the retention of top employees has become every manager's concern. Love 'Em or Lose 'Em proposes that this "race for talent" can be effectively run only by those who adopt programs and policies that truly support their personnel. It then shows how to do so, even in organizations reluctant to participate actively.
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Effective Coaching
by Marshall J. Cook — October 1998
Techniques to become a coach, not just a boss--and maximize each employee's productivity. Effective Coaching explains how to apply sound coaching methods in the workplace, encouraging top performance by working with your employees, instead of over them. From eliminating confusion by asking the right questions, to always making sure that employees and team leaders understand their roles and responsibilities, this highly focused guidebook will show you how to: understand the characteristics of an effective coach--and apply them in the workplace; quickly achieve the cooperation you need in a disciplined, nonthreatening atmosphere; instinctively use effective problem-solving strategies in every situation. You know your company needs its employees. Make sure they know that. Management strategies and techniques in Effective Coaching will help you dramatically improve workplace performance and attitude--both yours and your staff's--and maximize the measurable value received from each employee.
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Masterful Coaching: Extraordinary Results by Impacting People and the Way They Think and Work Together
by Robert Hargrove — October 1995
Written as an interactive dialogue with the reader, Masterful Coaching emphasizes core coaching skills--sponsoring, counseling, acknowledging, teaching and confronting. Provides examples of coaching for breakthrough results from leading companies.
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The Team Building Tool Kit : Tips, Tactics, and Rules for Effective Workplace Teams
by Deborah Harrington-MacKin — November 1993
This problem-solving reference spells out guidelines and easy-to-grasp tips and tactics for both team leaders and members. Harrington-Mackin shows how to manage the human factors and nitty-gritty details that can hamper teamwork, as she explains how to define roles and responsibilities, select team members, encourage positive behavior, maintain control, evaluate and reward teams, and more.
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